What is Andalu's buyer protection policy?
Buyer protection is how Andalu puts right an order that doesn't work as sold. That means a key that doesn't work, a key that never arrived, or a key for the wrong region. Report it within 24 hours after delivery on our claim form. Support checks your order and decides the fix, a replacement key or a refund. Filing is free, and every order is covered.
It doesn't cover changing your mind about something that works. To file, follow How do I file a buyer protection claim?
Troubleshooting
| What you see | What it means | What to do |
|---|---|---|
Your key is rejected as invalid or already used | A typing mistake, the wrong account, or a faulty key | Check the troubleshooting table in your platform's guide, for example Steam. Still failing? File a claim |
The platform says the key is for a different region | The key doesn't match your account's region | Don't keep retrying. File a claim with your order number |
Your key never arrived | Covered by buyer protection | Start with My order hasn't arrived |
DLC won't install or start | DLC only works with the base game on the same account | Get the base game first. See DLC and season passes in your platform's guide, for example PlayStation |
Your eSIM has no signal | It can be a phone setting rather than a faulty eSIM | Check My eSIM shows no signal or won't connect. Still nothing? File a claim |
You changed your mind | Not covered by buyer protection | Send a Refund request on the contact form. Support reviews it, and a refund isn't guaranteed |
Frequently asked questions
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Still stuck?
Contact us with your order number and a screenshot of the error, and copy the message word for word, including any error code. We reply by email, usually within a day. If the code can't be used, buyer protection covers you for 24 hours after delivery.